Medical Billing Support Specialist

Company overview

Patagonia Health Inc. is a healthcare software supplier that has developed a cloud-based and app-based software solution. The solution includes an integrated, federally-certified, Electronic Health Record (EHR), Practice Management (PM), and Billing software. The company’s mission is to solve two major barriers to EHR adoption, usability and cost, and address customers’ number one problem: billing. Patagonia Health’s one-of-a-kind apps-based system represents a shift in the EHR software industry, and its highly intelligent solution uses sophisticated technology that is extremely easy-to-use. Innovative and unique apps provide timely data for organizations to improve workflow, streamline their operations, and takes their organizations to the next level. 

Job Location: Cary, NC (hybrid)

Full-time position

Description: We are seeking a proactive and detail-oriented Billing Support Specialist to join our team. This role is responsible for providing technical and functional support for our Billing and EHR (Electronic Health Records) system, assisting customers with billing issues, training, and troubleshooting. The ideal candidate will be customer-focused, possess excellent problem-solving skills, and be willing to travel to client sites as needed.

• Provide Tier 1 and Tier 2 support for billing and EHR-related inquiries via phone, email, and ticketing system. 

• Troubleshoot and resolve billing discrepancies and assist with claim submissions, payment postings, and patient ledger issues.
  
  

• Guide clients through billing workflows and processes within the EHR system.
  
  

• Document support cases, resolutions, and follow-up activities thoroughly and accurately.
  
  

• Collaborate with internal departments (Product, Development, QA) to resolve complex issues.
  
  

• Participate in user acceptance testing and provide feedback for system improvements.
  
  

• Deliver onsite and virtual training sessions for new clients or system updates.
  
  

• Travel to customer locations for go-live support, training sessions, or implementation assistance as required.
  
  

• Stay up to date with healthcare billing regulations, including Medicaid, Medicare, and commercial payers.

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• Ability to work within a diverse team environment to develop effective working relationships and to achieve company goals

• Create Knowledge-Based Articles (KBAs) and product-related documentation (Quick Guides)

• Experience submitting claims on Professional form (form 1500) and Institutional form (UBO4) required.

• Experience with medical billing guidelines with governmental and commercial plans

• Experience investigating electronic file formats (270/271 and 276/277) inquiry and response files, and experience using and reading files sets 

• Knowledge of medical billing collection policy and operational processes

• Experience in completing EDI/ERA enrollment forms with Payers

• Previous experience with Practice Management/Billing System 

• Understanding of 837 and 835 file formats and adjustment codes (preferred)

• Proficient in general ledger charge/payment posting and adjustments.

• Experience working with, and understanding of, Payers and Clearinghouses.

• Previous customer support and online training experience (preferred)

• Proficient in problem-solving and critical thinking for effective issue resolution.

• Comfortable with occasional travel and being onsite as needed for training and support (travel estimated at 10-20%).

• Experience working in a medical practice, public health department or behavioral health agency an asset

• Bachelor's Degree preferred, or equivalent relevant experience